topic Re: Network problem in Pay as you go

Network problem

Ana91 — Tue, 07 Jan 2025 17:28:15 GMT

Hi, I have a problem with my number phone. I am in Poland now but my friends from Uk can't call me, my number does not match. Please help

Re: Network problem

bristolian — Tue, 07 Jan 2025 18:25:44 GMT

What do you mean by your number not matching?

Re: Network problem

XRaySpeX — Tue, 07 Jan 2025 19:09:31 GMT

@Ana91 : Can you make calls & texts?

Are you on contract or PAYG? Had you used that SIM for making calls or texts in UK before you left to go abroad?

If you are on contract, did you activate roaming on your EE a/c before you left UK by texting ROAMING to 150? Having a roaming billing add-on doesn't of itself activate roaming on your a/c. Having roaming activated on your EE a/c, not just on your device, is crucial to using your contract SIM abroad.

Often just rebooting the phone is the simple remedy. Also try selecting a network manually rather than auto.

Otherwise if you are on contract you need to call CS to get your roaming activated. Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Network problem

Ana91 — Tue, 07 Jan 2025 19:24:57 GMT

I had this situation few months ago, I chatted with ee support team on Facebook and she said

'If you don't use the SIM card for 45 days or more for outgoing text/call or top up, the SIM card gets expired.'

so I’m afraid this situation happened again… I need keep my number but I’m not in UK and I can’t go to EE shop etc

She helped me then, I topped up my account and got my number back. Now I can't connect to FB and talk online

Re: Network problem

Ana91 — Tue, 07 Jan 2025 19:25:20 GMT

I had this situation few months ago, I chatted with ee support team on Facebook and she said

'If you don't use the SIM card for 45 days or more for outgoing text/call or top up, the SIM card gets expired.'

so I’m afraid this situation happened again… I need keep my number but I’m not in UK and I can’t go to EE shop etc

She helped me then, I topped up my account and got my number back. Now I can't connect to FB and talk online

Re: Network problem

XRaySpeX — Tue, 07 Jan 2025 19:35:32 GMT

@Ana91 wrote:

she said 'If you don't use the SIM card for 45 days or more for outgoing text/call or top up, the SIM card gets expired.'

The truth is for 179 days !

Re: Network problem

Ana91 — Tue, 07 Jan 2025 19:47:44 GMT

i know it's my fault but i really need to get my number back ☹️ could you help me? Please

Re: Network problem

XRaySpeX — Tue, 07 Jan 2025 22:37:03 GMT

EE PAYG SIMs are deactivated after 6 months of non-chargeable use. You then have a further 3 months period of grace to call EE to reactivate it before it is lost completely.

You needed to make a chargeable action like making a chargeable call or text, topping up or buying a Pack or Add-on, not just using your mins, texts or data from your pack.

Re: Network problem

Ana91 — Wed, 08 Jan 2025 07:19:12 GMT

do you know how to contact them? my number is not active…

Re: Network problem

Christopher_G — Wed, 08 Jan 2025 13:47:17 GMT

Hi @Ana91

Welcome to the community.

You can find our contact numbers, including a number to call from another phone, here on our contact us page.

Our customer service team will be able to look into whether the number can be reactivated or not.

Chris

Re: Network problem

XRaySpeX — Wed, 08 Jan 2025 16:39:18 GMT

Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Network problem

Ana91 — Thu, 09 Jan 2025 11:05:55 GMT

Thank you for your help 🙂

Re: Network problem

XRaySpeX — Thu, 09 Jan 2025 11:34:26 GMT

Thanks! You're welcome 🙂 ! Glad I could be of assistance & trust it is now sorted.